Wisedocs Looking for Director of Customer Success at Toronto, ON Full Time

About Us:
Wisedocs is an AI platform empowering companies to organize and review medical records in a matter of minutes. Every week, we process 10s of 1000s of pages of documents, saving our customers hours of manual processing time to allow them process medical claims quickly. Our mission is to erase the headache of manual work to create a more positive experience for insurance companies, legal firms, healthcare providers, and their claimants.

Wisedocs is a fast-growing startup that raised an oversubscribed Seed Round of $4.1M earlier in 2022. Our team is made of startup and scaleup veterans and we’re looking for talent that loves the entrepreneurial atmosphere as much as we do. The Director of Customer Success will have the opportunity to be a leader, working alongside and managing seasoned team members of the Client Services and QA team, and to learn from hands-on leadership. Finally, you will gain exposure to cross-functional operations as Product, Engineering, Sales, and Marketing collaborate with Customer Success.

We are building a rocketship and we are looking for you to be a part of it! Please take a look at the job description and apply if this role sounds like an exciting fit for you.

The role:
Reporting to the Head of Revenue, the Director of Customer Success will own the strategy and creation of our Customer Success Department.

Supporting two direct reports (Document QA Manager, Medical Records Manager), four team leads and a growing team of Document QA and Medical Records personnel

Create the Onboarding and Implementation strategy across our Small, Medium and Enterprise Accounts

Directly support Key Enterprise Customers to reach their adoption potential

Develop an expansion strategy to help us drive more value to our growing customer base

Oversee all metrics for Customer Success and Customer Operations (Document QA and Medical Records)

Work closely with Sales to ensure that Pre-sales and Customer Success handoff flows seamlessly

Support on sales deals from time to time as the voice of the Customer Success organization

Liaise with Enterprise customers on Technical Implementation programs including API/Integration conversations

Oversee the Customer Ticketing and Support process, and optimize it to best support our customers

Ensure we are meeting client SLA’s and appropriate escalation criterias.

You are a good fit if:
You have experience managing a team, and you are comfortable supporting the full employee lifecycle from hiring to managing to performance reviews to promotions

You are willing to “get your hands dirty” with the process with a no task too big or small attitude

You have built out a Customer Success process that has worked at scale. You understand what success looks like for your customers and your team from onboarding to renewals

You have a technical understanding of software products and implementations. The terms “integrations” and “APIs” are not new to you

You have created a training program for different roles within the Customer Success organization and understand how to measure success

You have experience in creating and implementing service-based programs

You have experience managing Enterprise customers that are driving six and seven figures in revenue

You are comfortable traveling (North America primarily) 5-10% of the year to meet with our growing Customer Base

Bonus:
You have experience in the Insurance Industry. The terms “TPA” “IME” and “Medical Summary” are familiar to you

Why work with us:
The freedom to work Remote or Hybrid, but with a regular, reliable team structure and resources to make your professional environment comfortable

A comfortable office access 24/7 in the heart of downtown Toronto to use as you need or want

Modern employee benefits package, including health and dental coverage

Competitive compensation with valuable stock options

An opportunity to develop very rapidly in your career. You will have a lot of responsibility here, and an opportunity to gain much more as our team, our technology, and our customers grow. We can offer you a super-immersive learning environment, and you thrive there you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose. Our growth and development as a company will also grant you a strong foundation for later stages of your career, if you would like to capitalize on other long-term opportunities in technology

Access to a learning and professional development fund of up to $1,000 to help you level up your career while you’re working with us.

What to expect during the hiring process with Wisedocs:
Submit your application through our careers portal

Hear back on whether you are moving forward with an interview within 7 business days

If moving forward with an interview, you will meet with our Head of Revenue who is leading the GTM team, Jenna Earnshaw

Following your interview with Jenna Earnshaw you will meet with 1-2 additional team members in customer success and product teams, including a direct report to the Director, Customer Success role

Following successful additional interviews, you will receive a technical interview within 1-2 business days

After submission of your technical interview, you will hear back about whether or not you have an offer within 3-5 business days